Summary
This case study details the partnership between Lancaster Orthopedic Group (LOG) and MRO, focusing on the management and completion of patient disability and FMLA forms. LOG faced significant challenges with their outdated form processing system, which required multiple staff members and resulted in long turnaround times, leading to patient complaints and resource diversion. In October 2017, LOG implemented MRO’s Exchange Forms Services, which introduced contactless remote submissions and a dedicated clinical support team. This integration allowed for real-time access to form status and streamlined the delivery process. As a result, LOG has eliminated manual processing, reduced turnaround times from over a week to three business days, and reallocated staff resources to focus on patient care. The partnership has led to a significant decrease in patient dissatisfaction regarding form completion, showcasing the effectiveness of MRO’s solutions in enhancing operational efficiency and patient satisfaction.
